I like my Dell equipment, mostly trouble free over the years but… woe betide the user who has a problem and needs to contact Dell support.
It has been over a week since I first contacted Dell via email to return a monitor broken and unusable because of a manufacturing defect.
Trying to communicate with what appears to this user to be Dell “cue card readers” repeating themselves ad nauseum while ignoring the user’s input is frustrating to say the least.
{ 3 comments… read them below or add one }
Feel the same way. Love my equipment but the service is next to nothing. A friend of mine got hit with Virut, an uncleanable infection. The Dell Inspiron 1501 was over a year old so the warranty ran out. Naturally they lost the disks. A system repair wont fix this, with this infection a reformat and clean install of windows is the only option. Five weeks and $52 bucks later the 4 disks arrived. One was a Recovery Disk that I was able to delete partitions , format a new one and reinstall windows. This is the clincher, the second disk was for Drivers and Utilities that I was supposed to install in regard to the chipset, audio, lan, video and the rest, but this model was not listed on this disk. Had to go to there website and by process of elimination I finally downloaded the correct drivers to get this system running. Total hours spent trying to find the right ones and with the reinstall was around 6 hours.
I had the same issue as the previous poster when I received my new 15″ Studio laptop, there was a burnt pixel on the screen, it was the first thing I notices when booting up the first time. I called them and they where very nice, sent me packaging to send it back for repair. Go it back in a week, they fixed the screen but charged me for the packaging material to ship it to them. When I turned back on the first time I could see they failed to reinstall the video drivers.
Ken
Hi Ken,
My Dells have been great over the years, “retired” for newer models not for failing, so I can’t fault them there.
However when I did need to contact support it has been a frustrating experience, they were unfailingly polite but I didn’t notice any thinking outside the box.
To date, 11 emails back and forth on this monitor issue with no resolution.
Just send me a return box Dell.
After countless and fruitless emails to what was clearly outsourced support I went to the Dell Community Forums. That same day spoke to a Tech person in the country where I paid for the original monitor.
I have a replacement.